Please, please can someone help me...

Hip_2

Can someone please tell me what my consumer rights are.

I purchased two sofa's from Harveys which were delivered Dec 2009. Both were damaged and finally replaced Arpil 2010.

Since they have been replaced, both sofas have had faults and had to be repaired. Both faults were not caused by me!

The last lot of repairs were done incorrectly resulting to them agreeing to replace them for a 3rd time!

The new ones were delivered last friday..

One was a SECOND HAND REFURB, both arrive with brown cushions (mine hould have been red) both had scuffs and minor damage plus there was damaged to my property!

They have admitted the damage and that is being dealth with..

They have told me that I can re-select new sofas. After spending two hours in the stored on friday, I can not find any that are suitable..
I now feel that I have come to the end of the road with them and want my money back.

Can anyone please tell me what I can do and what my consumer rights are. Any help would be appreciated.

wealdroam

Hip wrote: »

Can someone please tell me what my consumer rights are.

I purchased two sofa's from Harveys which were delivered Dec 2009. Both were damaged and finally replaced Arpil 2010.

Since they have been replaced, both sofas have had faults and had to be repaired. Both faults were not caused by me!

The last lot of repairs were done incorrectly resulting to them agreeing to replace them for a 3rd time!

The new ones were delivered last friday..

One was a SECOND HAND REFURB, both arrive with brown cushions (mine hould have been red) both had scuffs and minor damage plus there was damaged to my property!

They have admitted the damage and that is being dealth with..

They have told me that I can re-select new sofas. After spending two hours in the stored on friday, I can not find any that are suitable..
I now feel that I have come to the end of the road with them and want my money back.

Can anyone please tell me what I can do and what my consumer rights are. Any help would be appreciated.

You can certainly ask them for a refund.

Bear in mind that they are entitled to reduce any refund by an appropriate amount to allow for the use you have had of the things over the last eighteen months or so.

Hip_2

Thanks... Surely when they say that the sofas were to replaced with new ones - they should be new?? One was second hand!

Just for time lines..
I had to wait 5 months for delivery of the first damaged ones to be replaced

Only after 4-6 weeks of having the replacements the faults appeared and it took 11 months of various repairs before that they agreed to replace them again due to the repairs being carried out incorectly by Homeserve who they use for their repairs.

It was agreed May this year that they would be replaced and they arrived last Friday.. 1 x second hand with scuffs & 1 x new with damage..

Taking out all the waiting for reps to come to look, agreeing to repair then having to have them replaced AGAIN, I've only had "good" sofas for around 4-6 weeks which was after delivery before the problems started!

In meantime time, I've spend a fortune on phone calls, had a brick wall knocked down by the delivery drivers which cost £150.00 to repair (who by the way "lost" the paperwork I signed stating the damage to the wall) and now have to have my hallway re-decorated as they damaged the walls taking the old sofa's out.

Does anyone know what my consumer rights are?

misssarahleigh

As far as i'm aware if they cause damage to your property they are liable for this (they are insured I believe).

Have you spoken to a manager about this? If so, what was their responce. You may be better asking first to see if they say yes to a refund.

If they don't, may I suggest you write all this down in detail (and get your phone bills out) because I would personally (if it came down to it) pursue them through small claims for a refund plus damages to my property and costs incurred.

Former_MSE_Andrea

Hi Hip

Harveys has asked us to post a response. MSE doesn't endorse anything a company says on the forum.


Hello Hip, I'm sorry to hear about the damage to your sofa. I work for Harveys and if you would like to email me your name, contact number and order number if you still have it then I shall get a senior Customer Service Manager to call you asap. My email address is onlinecomplaints@harveys-furnishing.co.uk

Again, sorry you've had these problems – we'll try to resolve it as best we can.